Managing Director ACN Pacific Huge Opportunity for nbn Sales nbn is now a switching market with 10 million homes now serviceable and many customers out of contract or on monthtomonth plans ID: 811433
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Slide1
Welcome MATE!
Gerard Frack
Managing Director, ACN Pacific
Slide2Huge Opportunity for
nbn
™ Sales
nbn
™ is now a ‘switching market’ with 10+ million homes now serviceable and many customers out of contract or on month-to-month plans
Almost all customers have gone through the pain of connecting to
nbn
™ for the first time
MATE have best-in-class process for switching customers and some of the most competitive pricing available
Customers switching
nbn
™
providers with compatible modems can be up and running in as fast as 24 hours from placing their order – and with an almost seamless transition!
Slide34.4 stars out of 5 from 1,882 reviews!
5
4.4
/
July 2020
MATE – Our recommended partner for best customer experience
Slide4Product Training
Anthony Panto-Blake
Head of Product ACN Pacific
Slide5Launch timeframes
Accreditation requirements
Do’s & don'ts for MATESocial media guidelines Customer journey
Compensation & point allocation
Contact & support
ACN service shutdown and migration
Agenda
Slide6Launch timeline
Existing ACN Branded Products will begin purging from end of September in normal purge cycle
Purging to continue gradually over a number of months – Independent Business Owners have sufficient time to replace points
IBO Soft Launch
Friday 7th August
Slide7New MATE Service Sign-Up
Before September 1 – Phase 2 Full Launch
Sign-up of customers & IBOs
Customers allocated to IBOs in PCL
Sign-up via Personal IBO Website available
Missing Customer Claims process
7 August – Phase 1 Soft Launch
Sign-up of IBOs own services recommended
Sign-up page link provided Friday 7 August
Email notifications
Points will appear in PCL upon full launch
Feedback:
IBO Survey &
matesupport@acnpacific.com.au
IMPORTANT TO NOTE: Sign ups during Phase 1 won’t count towards qualification or bonuses, and for IBO remuneration purposes, all orders placed during Phase 1 will have their original order date calculated from the first day of the full launch.
Slide8Phase 1 Soft Launch Email Notifications
Order Issue or Disconnection
Order Received & Activated
Slide9ACN IBOs must complete these Accreditations before referring customers:
MATE Accreditation Training and Quiz
(approx. 15 mins)
Customer Acquisition Code and Quiz
(approx. 20 mins)
Slide10Only sell to your warm market
Only customers are to submit application
Customers must sign up themselves
Only use the ACN MATE sign-up journey
No cold marketing
✗
Never submit orders on behalf of customers
✗
Do not
collect or retain personal customer info
✗
DO’S
DON’TS
Slide11Personal Information is defined as “any information that can identify an individual”.
Examples include but are not limited to:
Name
Address
Date of birth
A photo of their ID
IBOs should not hold personal information
Slide124 Golden Rules of Social Media:
Only use marketing materials provided by ACN
Do not create your own materials
Do not modify the imagery or language provided by ACN
Only promote the MATE brand, products and promotions to your warm market
Do not use call to action with a sales implication, such as ‘order now’, ‘sale’ etc.
Resources
Shareable social tiles
Re-share materials posted by the official
ACN Pacific Facebook page
, including T&Cs
Refer to the
Social Media User Guide
for detailed do’s and don’ts of promoting MATE
IMPORTANT
Breaking the rules can lead to sanctions, including claw back of commissions earned and/or termination of an IBO’s position
Social Media Guidelines
Slide13Typical Broadband Customer Sign up Journey
Day 1
Day 2-19
Day 2-19
Online sign up
Confirmation Email & SMS
BYO modem setup
Broadband service activated
Email and SMS includes MATE Code
5-minute sign up process
MATE will assist with modem settings or plug and play instantly if you purchase the MATE modem
Once modem set up is complete, customer is up and running.
Entire process can be complete in as little as 1-3 business days.
Slide14Typical Landline Phone Number Porting
Day 1
Day 4
Day 4-14
Online sign up
Confirmation Email & SMS
MATE Request Number transfer from old provider
Number Port Completed
Email and SMS includes MATE Code
5-minute sign up process
Number port request is actioned by MATE
Number port is usually completed within 2 weeks
Slide15Keeping Landline Phone Numbers
Generally, if the customer’s landline number is ACTIVE with another provider, MATE will be able to transfer (port) this number.
Please note number transfer process only commences once your
nbn
™ internet service has been activated with MATE.
Exceptions:
Customers moving from ADSL to nbn™ FTTC – for technical reasons customers usually cannot keep their existing number (Contact MATE Support for more details as there are some solutions with cost to customer)ADSL customers moving to MATE from Optus ADSL or TPG won’t be able to retain their existing number
Slide16Mobile Customer Sign Up Journey
Day 1
Day 2
Day 3-10
Online sign up
Confirmation Email & SMS
SIM card shipped
SIM card arrives
Complete porting
Activate SIM card
Email and SMS includes MATE Code
5-minute sign up process
SIM typically arrives within 2-5 business days
Online process, typically ported within a few hours
SIM card active and ready
Slide17Incorrect credit card details or expired credit card
Unsuccessful payment due to insufficient funds on the credit/debit card
Incorrect porting details
Incorrect email supplied
Incorrect mobile/home phone number
Inactive number to port to MATE
Common Application Issues
Slide18Please note:
IBOs cannot sign up existing
MATE
services.
NEW - Mate Mobile
(Post-paid)
Service Type
Order Type
Plan Contract Term
Plan Fee
Points
Monthly Commissionable Revenue
Duration of Points and Commission
Plan 20
Post-paid
36 Months
$20
1
50% of monthly plan fee
Up to 36 months
Plan 25
Post-paid
36 Months
$25
1
50% of monthly plan fee
Up to 36 months
Plan 30
Post-paid
36 Months
$30
1
50% of monthly plan fee
Up to 36 months
Plan 35
Post-paid
36 Months
$35
1
50% of monthly plan fee
Up to 36 months
Plan 40
Post-paid
36 Months
$40
2
50% of monthly plan fee
Up to 36 months
Mate Broadband
Plan
Plan Contract Term
Points
Monthly Commissionable Revenue
Duration of Points and Commission
All plans
36 Months
2
$18.18 (ex GST)
Customer tenure up to 36 months
MATE Compensation Plan
Ported numbers
: Points count immediately following activation.
New numbers
: Points will count immediately following activation, and will be eligible for CQ position qualification, but will not be eligible for customer bonuses.
ACN switched services
: Points count following 45 days of service.
Slide19When will customers appear in my Personal Customer List?
Once a MATE customer submits their application and the order is approved on payment
Points load into your PCL within 24-48 hours
PCLs updated twice daily
MUST complete Accreditation, otherwise the order will be marked ‘Incomplete’
Any issues contact IBO support (after 5 business days)
Loaded into PCL without Points
Order approved by MATE
Customer places order
Points loaded in PCL as ‘Incomplete’ status within 24-48 hours
Points in PCL
Slide20A
CN Rules
Customers must place an order themselves – an IBO cannot order on a customer’s behalf
Warm network referrals only
Never collect personal information
Always ensure your customer double checks their contact details and porting (for Mobile) or CHURN/transfer (for Broadband) details during sign up
Slide21MATE Support
For customer enquiries
ACN@letsbemates.com.au
For IBO enquiries (i.e. points, residuals, bonuses, etc.)
IBO Support Team via
www.acnpacific.com/contact-2/
For feedback :
matesupport@acnpacific.com.au
Missing Claims:
Enter into webform on Compass
For other training, marketing and support resources:
ACN Pacific Compass
Slide22ACN Broadband and Phone Migration
Anthony Panto-Blake
Head of Product, ACN Pacific
Slide23The Migration Campaign:
Touchpoints
ACN Services disconnection reminders and call to switch:
Emails
Bill message
MyAccount message
SMSOutbound calls
Direct mail
Slide24MATE has advised that ACN-supplied modems that were supplied to customers signing up to an ACN
nbn
™ service are compatible!
ACN ADSL Customers may be able to use their ACN-supplied modem that was used to connect their service, although, MATE cannot guarantee that this modem will work with their specific
nbn
™ technology.
Customers can also use a modem not supplied by ACN, provided it is not locked to the provider it was purchased fromCustomers can also purchase a pre-configured, premium quality AC Wi-FI, nbn
™-ready modem from MATE for $165 when you switch to MATE.
MATE Modem Compatibility
Slide25Landline Phone Number Porting
Day 1
Day 4
Day 4-14
Online sign up
Confirmation Email & SMS
MATE Request Number transfer from Old Provider
Number Port Completed
Email and SMS includes MATE Code
5-minute sign up process
Number port request is actioned by MATE
Number port is usually completed within 2 weeks
ACN will look to keep VoIP (phone services) active even after broadband has been cancelled, to allow these phone services to work on the MATE Broadband service until the phone number transition to mate has completed
Slide26MATE Support
For customer enquiries
ACN@letsbemates.com.au
For IBO enquiries (i.e. points, residuals, bonuses, etc.)
IBO Support Team via
www.acnpacific.com/contact-2/
For feedback :
matesupport@acnpacific.com.au
Missing Claims:
Enter into webform on Compass
For other training, marketing and support resources:
ACN Pacific Compass